Solving Wi-Fi connection issues

ViewClix frames usually connect easily to customers' Wi-Fi networks but every now and then, there will be
some troubleshooting needed to make the initial connection or to make the connection solid and reliable.

Here's what happens when a ViewClix frame is connecting:

First, the frame connects to the Wi-Fi network. If this doesn't succeed an error message will
appear after a few seconds.

Then, the frame will test the connection to the Internet. This testing can take up to 30 seconds.

Even if the ViewClix frame is initially connected, there may be issues with the connection reliability

Symptoms of dropped or poor Wi-Fi connectivity:

The ViewClix frame shows as "offline" in the Frame Settings page on the ViewClix member portal.

Video calls with the ViewClix frame may be unreliable: freezing and/or disconnecting the call.

When trying to make a video call to the frame, a message appears frequently that the frame is offline.

The ViewClix frame displays the words, 'not connected" in the upper right corner of the screen.

Information on connection issues and how to resolve

Issue: The Wi-Fi network is displayed in the list of networks with good signal strength
but the frame is not connecting.

Occasionally, a Wi-Fi password is changed from its previous setting. Perhaps the password was changed at
some point for security reasons. A quick way to check a Wi-Fi password is to use a smart phone to connect to
the Wi-Fi network. It should be noted the Wi-Fi passwords are case sensitive, virtually any character can
be used, and of course, many characters look alike.

If you've checked the password and the frame is still not connecting, on very rare occasions, there may be
a changed needed in the Wi-Fi router. read more >>

There are 2 frequency bands of Wi-Fi networks, 2.4 GHz and 5.0 GHz.
ViewClix frames use 2.4 Ghz because it has better range/reliability and the bandwidth is more than adequate for
ViewClix applications. If the Wi-Fi router broadcasts both 2.4 GHz and 5.0 GHz networks, make sure that the
network names (SSIDs) are NOT the same. You should be able to check this with a newer smart phone.
If the router needs to be changed, the instructions for doing that will be in the routers manual (which can
most probably be downloaded from the manufacturer's web site). We've seen this rare issue with Netgear
routers in particular

Issue: The Wi-Fi network is not showing in the list of available networks

The most common cause of
this is a weak Wi-Fi signal -- see the section below, "Solutions for Poor Connectivity"

Another cause of a
Wi-Fi network not showing in the list is the Wi-Fi router being setup to "hide" the network name. This can be done for security reasons.
In that case, you will need to select "Private network" in the ViewClix Wi-Fi setup screen and enter both the
network name and password.

Issue: Wi-Fi signal strength is weak

Sometimes a Wi-Fi network will be displayed in the
list of networks but the signal indication is week or poor (e.g. yellow or red icon). This issue can
be caused by Wi-Fi coverage dead-spots in certain areas of a home or room. Areas of weak Wi-Fi coverage
can be caused by brick walls, metal wall studs, clear glass or even large metal objects in the path
between a device and Wi-Fi router (e.g. a furnace or water heater). This issue can affect the performance
of a ViewClix frame.

Potential Issues with Shared or Guest Wi-Fi Networks in senior living facilities

We've found that usually, shared Wi-Fi networks in senior living facilities are OK for connecting a ViewClix frame to the Internet.
But sometimes, there are issues with a customized Wi-Fi login or with the performance of the network that can be addressed and resolved by working with the facility.
Here is web page with more information: https://viewclix.com/shared-network-info

Issue: Unable to change the Wi-Fi network

After a ViewClix frame is initially connected to a Wi-Fi network, if the frame is restarted (unplugged
and plugged in again), it will always try to reconnect to the previous network. If you need to change
to a different Wi-Fi network:

let the ViewClix frame proceed to the Slideshow.

Once the Slideshow is running, on the remote control quickly press the OK button 3 times to enter
the Frame Settings screen.

The option to change the network is available in the lower right corner of the screen.

If the Wi-Fi network still doesn't change, you can try this >>

Restart the frame: unplug the ViewClix frame, wait 10 seconds and plug it in
again.

Let the frame start up and don't press any button(s) on the remote control.

The frame should have then forgotten all previous Wi-Fi networks and at start-up, you will be promplted to set up
Wi-Fi.

Solutions for Poor Connectivity

First steps

Try unplugging and re-plugging in the ViewClix Smart frame to get it reconnected.

Your Wi-Fi router may have an issue and need to be "rebooted" by unplugging it and re-plugging it in.

The Internet service provider may be having an issue. In this case, other Wi-Fi devices like smart phones, tablets
and PC's will also not be able to connect to the Internet. You may need to contact the Internet service provider.

Additional Solutions

Move the ViewClix frame closer to the Wi-Fi router. (Of course, we understand that this might
not be practical or possible).

Install a Wi-Fi extender: A Wi-Fi extender can boost the Wi-Fi signal and even a low cost Wi-Fi
extender can often solve Wi-Fi connectivity issues. It is recommended that the Wi-Fi extender be placed
midway between the Wi-Fi router and the ViewClix frame. Here's an example of a low cost Wi-Fi extender
that can work with ViewClix: TP-Link N300 Wi-Fi extender:
https://www.amazon.com/TP-Link-Extender-External-Antennas-TL-WA855RE/dp/B0195Y0A42

Ethernet cable: Each ViewClix frame includes an Ethernet cable connector. If you'd like
to use Ethernet, first unplug the ViewClix frame. Then, plug the Ethernet cable into the frame and
the router or modem. Once the Ethernet cable is connected, plug in the ViewClix frame. During the start-up
process, the ViewClix frame should detect the Ethernet connection, test the Internet connectivity and if
OK, the Wi-Fi setup will be skipped.

HomePlug adapters: HomePlug is a technology that can be used to extend Internet
connectivity, using a home's electrical wiring. HomePlug essentially turns all of a home's wiring
into Ethernet cables. It is frequently more effective than a Wi-Fi
extender and easier to install. A HomePlug installation uses 2 HomePlug adapters. The first
HomePlug adapter is plugged directly into an electrical outlet near the router an ethernet cable
is then connected to the router. The second HomePlug adapter is also plugged directly in, near
the ViewClix frame, and an ethernet cable is connected to ViewClix frame. A HomePlug kit usually
includes the 2 ethernet cables and the ViewClix frame's ethernet jack is located on the back on
the side that's opposite the frame's power connection. Here's an example of a low cost HomePlug kit
that can work with ViewClix: TRENDnet Powerline Adapters
https://www.amazon.com/TRENDnet-Powerline-TPL-406E-Adapters-TPL-406E2K/dp/B008F537KC/

Consider using a Wi-Fi mobile data hotspot: As previously noted, there can be
issues with Wi-Fi coverage and performance on shared Wi-Fi networks in senior Living facilities.
If those issues are occurring and it’s not feasible to have a private Wi-Fi network, another
option might be a Wi-Fi mobile data hotspot. Here’s some information:
using a mobile hotspot.
https://viewclix.com/mobile_hotspot/

With decades of elderly care and technology experience, ViewClix is dedicated to providing seniors with a viewport to loving families and friends.